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The good retail places make you actively want to go back and buy more. That's what forms the goodwill value of a shop.
Not every place puts such a large mark up on wholesale to retail. some, it's maybe about 5 to 10%.
The service component isn't just how they treat you when you go to pick up an online purchase. It's how they treat you whenever you visit. Pick up an order, put something in for repair, drop in to have a yarn, lay-buy an item.
A good shop earns its reputation from how it treats its customers. Equally, a poor shop earns its reputation on how it mistreats customers, or seems to.
In the case of the shop you dealt with, the latter feels it's more the case. The shop owners were not willing to be open on their website, about the status of the item they were trying to sell.
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